Constant innovation and development
Based in Dublin, CallPageboy thrives on innovation. The company started in the 1970s as a mobile communications supplier and today it offers around-the-clock customer experience services for companies of all sizes. Building richer connections between customers and brands, it’s a one-stop customer satisfaction shop that saves clients the hassle of having to hire, manage and develop staff or invest in technology.
The next step in its business evolution was developing new services. “Most of our clients are putting their data and systems in the cloud,” said Ken Colley, Managing Director at CallPageboy. “So, although we’d always had a good Genesys on-premises experience, we knew we had to transform to stay relevant and thrive. We asked ourselves ‘What else can we do for customers?’ and ‘How can we contribute more and deliver greater value?’”
Safe and secure system changes
Guided by its trusted partner, Wren Data, CallPageboy moved to the Genesys Cloud™ solution after a successful pilot. “We were impressed by the Genesys Cloud omnichannel roadmap and the ease of integrating it with our IVR system and operational processes,” added Colley. “We do a lot of in-house scripting and coding, so the solution’s open APIs were a revelation.”
Given the always-on nature of CallPageboy services, system updates and upgrades were always a source of stress. So, when the Genesys Cloud solution came along with its continuous development and release model, there was a big sigh of relief from the company’s IT team. No more working late nights or weekends.
Engaged, inventive employees
Approximately 50 agents deal efficiently with 10,000 calls weekly, with a similar volume of inquiries across SMS, email and chat, on behalf of more than 200 clients across over a dozen industries. Data never leaves the client’s CRM system, but agents don’t have to be trained on each individual setup. Carefully designed scripts take care of everything, saving more time and resources.